Business ProfileforLuna Flooring

I am writing to express my dissatisfaction with the service I received regarding my carpet installation.I scheduled a measurement on Monday and confirmed via chat that installing a carpet on my existing new padding would not be an issue. However, on the day of the measurement, I was informed that this would void the warranty if the installation was not done with the padding provided by your company. I then inquired if both the padding and carpet could be installed over my existing padding. The agent consulted with a supervisor, who confirmed that this could be done.On the day of installation, today (July 3, 2024), I was told that the new padding could not be installed on top of my existing padding. The customer service team informed me that my padding needed to be removed and replaced with the low-quality padding included in the order for the installation to proceed. I requested that the new padding match the quality of my current padding, which was declined.I then received another call about an hour later reiterating the same information, and the order was subsequently canceled. This process resulted in a hard inquiry on my credit report, which will remain for two years.This experience has been highly unprofessional and frustrating. I spoke with both ***** and ***** regarding this issue, but neither could provide a suitable resolution for the inconvenience caused.I expect a prompt and satisfactory resolution to this matter. Please address this issue and let me know how you intend to rectify this situation.